When service firms fail in some part of their delivery, this failure is often accompanied by negative customer emotions and lower perceived service quality. The ability of the organisation to manage service failure in terms of interpreting and responding correctly to the customers emotions...

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to...

Abstract: Purpose This study aims to develop and test a service-based demographic framework for studying service quality perceptions. Specifically, the effect of level of service contact and key demographic variables of age, gender and income on service quality perceptions is examined....